# NiCE CXone Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is NiCE CXone the right Call Center solution for you? Explore 581 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews --- NiCE CXone 4.2 (581) [View alternatives](https://www.capterra.com/p/134775/inContact-Call-Center-Software/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated May 6th, 2026 # Reviews of NiCE CXone Ease of use 4.2 Customer Service 4.0 ## Pros and Cons in Reviews vk vignesh k Technical specialistOutsourcing/Offshoring, 5,001 - 10,000 employeesUsed the software for: 1-2 years. “The real-time analytics and customizable reporting tools make it easy for supervisors to monitor performance and optimize operations efficiently.“ April 22, 2025 NN Nick N Workforce ManagementFinancial Services, 501 - 1,000 employeesUsed the software for: More than 2 years. “We experience sync issues in real-time dashboards from time to time and we have agents getting logged out of CXone after being idle well before our timeout threshold.“ October 2, 2024 vk vignesh k Technical specialistOutsourcing/Offshoring, 5,001 - 10,000 employeesUsed the software for: 1-2 years. “The platform offers a robust set of tools for managing users, skills, routing, and reporting.“ April 22, 2025 LR Lauren R ManagerRetail, 51 - 200 employeesUsed the software for: More than 2 years. “The automated reports don't match custom reports when I run the same data.“ January 30, 2025 CN Carli N SchedulingConsumer Goods, 51 - 200 employeesUsed the software for: 6-12 months. “What I like most about CXone Mpower is it never lags and is always efficient to use.“ April 14, 2026 VJ Vipul J Senior Manager QualityFinancial Services, 10,001+ employeesUsed the software for: More than 2 years. “having loaded with a lot of features make it slow at times so might need to work on the servers/capacity in the background“ October 17, 2024 NN Nick N Workforce ManagementFinancial Services, 501 - 1,000 employeesUsed the software for: More than 2 years. “The web-based experience gives us the flexibility to switch browsers if we experience issues.“ October 2, 2024 RG Robin G AccountantFood Production, 51 - 200 employeesUsed the software for: 1-2 years. “We constantly have problems with the portal saving passwords and not allowing us to log on. “ June 4, 2024 ## Showing most helpful reviews Showing 1-25 of 581 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Saskia M. Senior Director Sales Marketing Restaurants Used the software for: 2+ years ### "Excellent Resource; Future Versions Will Be Even Better" September 19, 2023 5.0 It's a one-stop shop for customer service needs, with support for phone calls, emails, instant messaging, and more, as well as call monitoring and conversation tracking across all channels. In addition, it features client questionnaires to help us learn more about their needs and preferences so that we may better meet them. Pros It inlcudes a real-time chat feature, so we can stay in touch with clients in real time; it supports VoIP, so we can take and make calls; and it has automated call routing, so we can direct calls effectively and give them to the most qualified agent. As a result, we are able to track each client's transactional past with our business and tailor our services accordingly. Cons The setting of the system along with the transfer of client data has been a major challenge for us because it is both labor-intensive and time-consuming. Every time we make a new client profile, we have to spend a lot of time filling in fields that the system thinks vital. If the system allowed us to modify the information it asked for, it would save us a lot of effort and time. Switched from [Five9](https://www.capterra.com/p/132405/Five9/)[CloudTalk](https://www.capterra.com/p/182004/CloudTalk/) We haven't seen a customer care software with more features than this one. We've all been able to multitask better, service clients more quickly across channels, and ultimately bring in more business. We think you'll find that the program's interface is so straightforward that there's almost no learning curve to using it. Review Source JS Jamie S. WFM Analyst Financial Services Used the software for: 1-2 years ### "CX One review" October 17, 2024 4.0 It's better than the previous tool we used. Pros It's easy to skill agents and build dashboards. Cons Time it takes to build things out like teams. Switched from [Avaya Experience Platform](https://www.capterra.com/p/212871/Aura-Call-Center-Elite/) The quality was not sufficient and we wanted one platform for multiple products Review Source JW Jim W. admin Apparel & Fashion Used the software for: 6-12 months ### "It's Not Bad " October 21, 2024 3.0 i would say it's ok but not great. Needs more flushing out Pros nice interface easy to use and very straight forward. Cons lacks features of other competitors. Needs to be more robust. Review Source VR Verified Reviewer Service Desk Analyst II Information Technology and Services Used the software for: 6-12 months ### "How "Nice" of You to Read My "inContact" Review!!" February 25, 2021 4.0 I am using this platform as a call center management system. Our Service Desk employees all use this and it has made a world of difference on everyone being on the same page and being able to quickly adapt to changes. Pros I most enjoy the ability to utilize the platform how you best see fit. It's very easy to customize to your specific preference and that helps a lot with being organized. Cons I dislike the recurring instances of the platform 'dropping' and me having to restart my computer before being able to sign back in and start working again. Reason for choosing NiCE CXone NICE inContact was the only product that was considered to my knowledge. Switched from [Avaya UCaaS](https://www.capterra.com/p/1174/CRM-Central/) Needed an upgrade to a dying out infrastructure and NICE inContact was the best fit for the hole to fill. Review Source CB Chris B. Director Health, Wellness and Fitness Used the software for: 1-2 years ### "Great Product" August 30, 2023 5.0 Pros Very easy to use, able to be deployed with little to no issues and it is always kept up to date Cons Tech support can take a little longer to get a case worked when something does come up Alternatives considered [8x8 Work](https://www.capterra.com/p/187525/Virtual-Office/)[Five9](https://www.capterra.com/p/132405/Five9/)[MiVoice Business Solution](https://www.capterra.com/p/140996/MiVoice-Business-Solution/) Reason for choosing NiCE CXone The ability to intgrate with out using 3rd parties Switched from [MiVoice Business Solution](https://www.capterra.com/p/140996/MiVoice-Business-Solution/) It was not able to integrate with our CRM very easily, required 3rd party customized solutions to make things work how we needed Review Source Ryan C. IT Manager Information Technology and Services Used the software for: 2+ years ### "Excellent VOIP Service" May 19, 2020 5.0 We've had a great experience with NICE inContact CXone so far, I'm very glad that we switched over from our previous VOIP provider. Pros I really appreciate the level of customization NICE inContact has, we have many different profiles for phone agents and the ability to tune everything in to exactly what each agent does has been really great. Cons The biggest issue we've had was in setting up supervisor dashboards, anyone with privileges can set one up and the menus start to get cluttered after awhile. We're able to occasionally prune down the views and get things looking reasonable again though. Alternatives considered [Five9](https://www.capterra.com/p/132405/Five9/) Switched from [Five9](https://www.capterra.com/p/132405/Five9/) We made a decision based on cost and agent count, inContact also had additional prebuilt features that we were interested in Review Source Response from NiCE July 1, 2020 We appreciate the feedback, Ryan! We'll share your feedback with the appropriate teams. Travis G. Senior Sales Engineer Computer Software Used the software for: 2+ years ### "Swiss Army Knife" October 27, 2020 5.0 They are a fair and firm company that says what they will do, and they do what they say. Pros There are a broad range of features that are combined to make a symbiotic platform with tons and tons of options. Cons I wish that there were sentiment analysis for the SMS side of the omnichannel. Alternatives considered [Twilio](https://www.capterra.com/p/180158/Twilio-Communications-Platform/) Reason for choosing NiCE CXone It had all of the products ready to go for omnichannel. Switched from [Twilio](https://www.capterra.com/p/180158/Twilio-Communications-Platform/) I needed HIPAA compliance and a 99.99% SLA. Review Source NK Nila K. Customer experience Health, Wellness and Fitness Used the software for: Less than 6 months ### "NICE is nice!" June 11, 2025 5.0 My overall experience with NICE is great! I enjoy using it on a daily basis . Makes employees jobs much easier Pros Ease of use very upset friendly, and simple system to work with. I enjoy working with this system it is great Cons Nothing NICE is a great system to use for efficiency and monitoring . Also great to work with calls both answering and making calls Review Source TH Tina H. Digital Contact Center Solutions Hospital & Health Care Used the software for: 6-12 months ### "You CAN'T Go Wrong with NICE CXOne!!!" October 7, 2024 5.0 LIFE CHANGING! The ability to report on current trends, agent visibility, customer interactions, etc, has been nothing short of PHENOMINAL! Pros EVERYTHING!!! We recently added many features to our suite of services, Feedback Management, RTIG, QM, WFM! We are also in the process of moving many of our teams into CXOne and the ROI we have already experienced is AMAZING! Cons We LOVE it all!!! ZERO complaints!! HIGHLY RECOMMEND!!! Review Source Response from NiCE October 15, 2024 Thank you so much for taking the time to share your feedback! We are so glad to hear how happy you are with the features and ROI you are realizing with NICE CXone. LS Laila S. Payment Solutions Advisor Banking Used the software for: Less than 6 months ### "Needs more improvement" December 15, 2024 4.0 fix the overall bugs. i find it to be a good software tool but it should be able to differentiate whether it is a voicemail or an actual person picking up the phone and not disconnect right away. Pros easy to use, user friendly interface. wish it had more options in terms of ringer tones and color features. Cons laggy. sometimes i could hear the other person pick up the call and it would disconnect thinking it was a voicemail. Review Source WO William O. WFM Analyst Retail Used the software for: Less than 6 months ### "CXone Mpower, no dark mode" January 8, 2025 5.0 Pros Ease of use. Integrates well with our systems. Cons No Dark mode. I find my eye strain increases looking at the 'bright' screen all day long. Review Source JH James H. Senior Director Consumer Services Used the software for: 2+ years ### "NICE CXone is Super Flexible" February 8, 2024 5.0 Our current Account Manager with NICE has been a breath of fresh air. He's extremely responsive and provides options to our questions. Shout out to \[sensitive content hidden\]! Pros Ability to run reports on demand, ACD is robust, and dashboards and supervisor application gives real time views on agent performance. Cons It's on the expensive side. However, you get what you pay for, so the value is certainly there. Reason for choosing NiCE CXone NICE CXone has been a good partner and provides us with support and options when needed. Some of these other products aren't as robust. Review Source BW BRANDON W. Manager, Telecommunications Internet Used the software for: 2+ years ### "USERHUB Review - RentPath" October 3, 2019 5.0 Pros I work with InContact very intimately from agent facing to back end routing. This software provides a very likable GUI, ease of use, and never fails to deliver quality and overall performance across the board. Being able to truly rely on a contact center solution to deliver as promised is non existent... unless you use InContact. Quality Plans within QM are a life saver! Having our QA team and Supervisors not have to go through calls manually will save us so much time, ultimately allowing us to spend time in other areas that are just as important. We love the Analytics of being able to see sentiment on calls! The accuracy is beyond impressive and is really going to set us ahead of the competition now that we are able to see specific keywords and/or phrases that our agents and our clients are saying. We'd love to be able to report on these key phrases and words to help us grow further! The biggest advantage we were able to gain as an organization was coming from Central with 18,000+ skills and reducing them within USERHUB to 14. This will help us immensely with WFM to be able to forecast accurately knowing that we aren't having to add new queues on a daily basis with the potential of huge error over time. Cons As we have come from Central to USERHUB, there has been a lack in QM Reporting ( only 3 reports ) and we have been challenged with Quality Plans not being able to replace calls if they are not a fit for that form designated to that plan. There is an upcoming release that is slated for our cluster on Oct 10th that will give us that function which is great. There is also no Print function for completed QA's. If the Evaluator made a mistake and the agent acknowledges the QA, there is no way to delete a completed or acknowledged QA which creates headaches for our staff. It would make sense to be able to edit a completed QA outside of an agent challenging it. We have also noticed that same calls can be pulled across different Quality Plans - some may not see this as an issue but we like to QA unique phone calls vs ones that have been already scored by someone else. When doing evaluations through the quality plans, there is no call details to look up within a CRM as an example (disposition,callID,DNIS,ANI) Also in the Evaluation Report, if there is a Yes/No question that is score-able with N/A and N/A is selected on the QA form, the Maximum Score Possible column in that report does not remove the total points for that question, which provides inaccurate scores. Also, it seems that the QA Average that is shown in Performance Monitoring is taking an average of the QA's by the percentage when it should be total sum score column / total sum maximu etcm possible score column. Review Source Response from NiCE October 29, 2019 Thank you so much for the detailed feedback. We are happy to hear it is working for you and appreciate you bringing the challenges to our attention. We are always striving to make improvements and will pass along your comments to the appropriate teams. AK Adam K. Workforce Manager Consumer Goods Used the software for: 6-12 months ### "I can't use this" August 31, 2023 1.0 I continue to spend an inordinate amount of time working around CXone's inadequacies. Our business does not have the level of data it needs to function at the level we should be able to for the price we pay.They over-sell and under-deliver. Pros Support is responsive and helpful for things that work. Reporting for phones is decent. It's good to have everything all in one (ACD, IVR, WFM, QA). Cons You can only forecast LEGACY email and chat with CXone. If you went with Digital (DFO) chat and email, like we did at NICE's recommendation, then you can't forecast email and chat in CXone. The next logical step would be to build your own model with historical data. But the reports out of CXone do not provide interval level historical data (AHT, SL, RR, none of it). You can get totals by channel by day, but not by interval. There are only two reports in CXone Reports that provide data on digital contacts. There's an interval report in the Performance Management section, but if you enter a range beyond 1 day, the interval data is in aggregate, which is to say, pretty much useless. Multiply the number of skills by channels, and that's how many reports you'd have to pull each day. If you don't know how to work with APIs, you're out of luck and you'll have to pull a resource to help. Their regular support team can help with non-DFO. Their advanced support team that costs a pretty penny per 15 minutes, has only surface level knowledge of DFO. If you have trouble using their tool, they will refer you to their APIs. So you either have to take time out of your busy day/life to learn how to use APIs or lean on one of your internal resources who knows how to use them, if you even have any.Their Fall '23 release is supposed to address a lot of these issues, but NICE was not forthcoming with any of the above, we had to figure all of this out on our own. Reason for choosing NiCE CXone All in one solution. Switched from [Talkdesk](https://www.capterra.com/p/132852/Talkdesk/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[LiveChat](https://www.capterra.com/p/62194/LiveChat/) All in one solution. Review Source JB James B. Network Engineer V Hospitality Used the software for: 2+ years ### "Stuff \[sensitive content hidden\] Thinks" June 7, 2024 5.0 Pretty darn good, there are dark spot also, but in general good. Pros The ability to do whatever I think of, I can do Cons Troubleshooting the "Carrier Services" is not what I would call "stellar" Reason for choosing NiCE CXone It was chosen before I started, so Not applicable Review Source AC Amanda C. Call Center Supervisor Telecommunications Used the software for: 2+ years ### "Clunky software that does the bare minimum." December 2, 2020 3.0 Overall it could be a lot better from a user standpoint. Pros It works most of the time. There is not much else to say about what I do like because it is few and far between. Maybe pay more for technological improvements and less for celebrity keynote speakers. Cons Very buggy. We have had the software go down in the past quite a few times and the resolution is not always quick from support. Most of the time they blame our end or something on our end when it is not on our end at all. Just yesterday we had a GLOBAL outage and no way for our business to take calls when we rely on this system. There is no backup or failsafe when there is an outage. There are days that go by where people have continual issues logging in and clearing cache and cookies SHOULD fix, but does not. Sometimes people have to reboot their whole network in order for them to not have issues with incontact(they have no issues with ANY other programs but incontact when this occurs). Review Source AP Adolfo P. customer service representative Health, Wellness and Fitness Used the software for: 2+ years ### "Connect with technology's best" December 6, 2022 5.0 This is an amazing arrangement and plugs in impeccably with other Decent items like IEX, QR WFM, and so on. It's so much simpler for the dev group to arrange, incorporate and alter the client experience. The screen is smooth and intuitive. Pros A great and powerful arrangement of telephony and organization when it's most needed in the work environment. Cons It would be great to add SMS features or instant messaging in the future because it doesn't have that right now. Review Source OG Oscar G. Global Service Desk Technician II Consumer Services Used the software for: 2+ years ### "Good service, but needs improvements. " September 9, 2021 3.0 It's good overall, but as mentioned before, it can get better. Pros It's easy to use and navigate. The most important features are there. Cons The software needs a face lift and more features for metrics will be good. Also, improving the services it already has will be nice. Review Source BP Brittney P. Director, Customer Support Financial Services Used the software for: Less than 6 months ### "InContact Cloud Software" October 4, 2016 3.0 Overall the software gives us more functionality than what we had with our previous vendor. The user experiences is easy to adapt to on the front end, however, the back end scripting and set up can be more complex than what InContact would lend you to believe. I think it is a good product, that has great functionality, but that their support team leaves a lot to be desired. If you are in a small to medium contact center this would be a good product to use and scale with. They have a lot of add on functions that can grow with your company. Pros The call back feature has been a great asset, it allows us the ability to meet our SLA goals better and not have to expend more resources toward staffing. The reporting options in inContact will suit most organizational needs, however, the reporting feature through inView has been a better more customizable resource for us. Many of the items in inView are in beta, but it is exciting to see whats to come. Overall this product has allowed us to have more visibility into our customer bases, to be able to identify trends and understand truly what our customers are calling for, so that we can best address their needs. Cons The support staff has been less than stellar. Misinformation was provided on the front end prior to contract signing that cost us money on the back end. The implementation company that they used initially started out well, but the PM we were assigned wasn't very organized, didn't follow up well, didn't communicate needs well. I found myself often leading the calls, following up on open issues and requesting timelines for items to be completed. The training provided to support the back end such as script building and maintenance wasn't sufficient. It will require dedicated time and support to learn it efficiently enough to be able to maintain it without disrupting anything. I will say that it was a pleasure to work with the technical lead assigned to our implementation he was great at assessing our need and finding solutions to meet it. Dealing with our InContact assigned technical account manager initially was a struggle. They didn't seem to absorb a lot of information related to our account which caused some unnecessary errors related to our billing. It took a couple months to resolve that matter. The follow up from them has not been the greatest, albeit you get what you pay for. They do have an option for an account manager that provides more dedicated support which we are looking into. Review Source VL Vinicius L. Full Relationship Advisor Insurance Used the software for: 1-2 years ### "telephony revolution" August 31, 2021 4.0 After the pandemic, my company needed to adapt to the Home Office. As we worked at a central, we didn't know what would be done with telephony. Thanks to Nice, we were able to work safely from home. Not only that, but today we can consider having a hybrid work. To use the software, you only need an internet and a computer. What I like most about Nice is knowing that I can work from anywhere. Pros The convenience of using the software from anywhere made my job much easier. The design that the reports are issued is incredibly understanding. Cons Every time I need to make a call, I need to put the "+DDI". As I make many calls in Brazil, I need to be constantly adding the "+55", which is Brazil's DDD. Review Source Jenny Naja -. Director of Operations Health, Wellness and Fitness Used the software for: 2+ years ### "InContact " September 20, 2019 4.0 InContact helped us to improve reporting in the call center and data-driven decision making. Pros The implementation process was simple. Their data collection workbook is designed in a way the data requirements is mapped in a way that avoid the most common issues in implementations. Of course, there are always hiccups, but the Team was always ready to assist. We are a SMB and the executives assigned to us were actually from AnswerX, which was previously acquired by InContact. That required an additional cost, but offered closer guidance. Cons Modifying scripts and workflows in the IVR is doable, but most of the times they expect you to request assistance and get the Executive working on it. Other IVRs make it more intuitive and visually appaeling for the clients to manage themselves. Review Source Response from NiCE October 10, 2019 Thank you so much for the review and productive feedback! We are glad we were able to help you improve upon reporting but are always looking to do better. We will pass along your commentary regarding the IVRs to our team. MR Mhatz R. Product Support Technician Financial Services Used the software for: 1-2 years ### "NICE in Contact a friendly user communication tool" October 23, 2020 4.0 I use NICE in contact to receive calls from our client. I can say that the software is reliable and very easy to use. I can hear my clients clearly and I can easily check our queue as well using the dashboard. We also use NICE to listen the recordings so I really love it. Pros What I like most about the software is that it is very accessible since there is no software that needs to be installed. Nice in Contact is accessible through a browser so no need to worry for installation. It is also compatible for any kind of headset. I can also pull up the reports I needed. I can also listen to my team's call recording. Cons Maybe if the MAX became idle, it automatically disconnect to agent leg and you need to log-out and log back in for you to reconnect. Review Source Response from NiCE October 26, 2020 Mhatz, we appreciate you sharing your experience. Thanks! AM Audrey M. Registered Nurse Hospital & Health Care Used the software for: 2+ years ### "Great Service " June 4, 2024 5.0 Pros Ease of use! Recording all calls after an easy login Cons We don’t really have issues until a power outage occurs but that is no fault of NICE CXone Review Source AC Anthony C. Licensed Insurance Agent Insurance Used the software for: 2+ years ### "NICE inContact makes working easy" November 20, 2020 5.0 Pros What I like about Nice inContact is that the software includes many features. This means I can do a lot of things in one single place. I use it everyday while working for calling, call routing, call scheduling, call managing, logging work hours, writing notes, and it also helps the team work together because you can see the status of all your team members. Cons What like least about this software is that the visual customization is very limited. You only get a few options when it comes to visual customization. Review Source VR Verified Reviewer Site Director Marketing and Advertising Used the software for: 2+ years ### "Incontact is innovation" March 27, 2019 4.0 Pros I believe we are the largest client incontact has. They have provided customization to our telephony business that has allowed for improved close rate, streamlined call routing, and data analytics to improve our business. Cons I'd love to be able to house our communications with agents in the software. Review Source Response from NiCE March 28, 2019 Hello and thank you for taking time to post your review and for sharing the good results you are getting to support your business goals. We¿ll pass your suggestion along to our product development team. You may also want to check out a new feature in our Customer Community to submit product ideas that the entire community can vote on. We now have over 850 customers involved. If you haven't joined, you'll want to get started. You can register online with your NICE inContact Central credentials here: community.niceincontact.com. For additional assistance with the registration, please contact us at community@niceincontact.com. Again, thank you for taking the time to give us your feedback. 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